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Software Customer Support

3 months ago

California, United States SupplyFrame Full time

Who is Supplyframe? Recently acquired by Siemens AG, Supplyframe is the leading Design-to-Source Intelligence platform for the global electronics value chain, with solutions that interpret billions of intent, demand, supply and risk signals to deliver insights through the design-to-market product lifecycle. A community of over 10 million engineering and supply chain professionals engage with our search, media, software, and SaaS solutions to optimize more than $120 billion in annual direct materials spend. Supplyframe is headquartered in Pasadena, California, with additional offices in Texas, United Kingdom, Serbia, France, and China. Do you have a passion for helping others? Then Supplyframe may be looking for you Supplyframe is searching for a dynamic Software Customer Support Specialist to join our growing team in the EMEA region (remote/office Munich, Germany). In this role you will help our growing user base leverage our products in their day-to-day business activities. You will be the central point of contact for all customer interactions, responsible for maintaining client relationships and ensuring customer satisfaction. If you have strong customer service skills, prior experience implementing best-in-class customer support business processes, and a desire to solve problems we want you This is a great role for anyone who enjoys being a part of a dynamic team. What will I be doing? Provide stellar support services across multiple products to Supplyframe's growing client base through chat, email, phone, and screen share Provide information and insight on product features and capabilities Conduct “how to” sessions with customers to ensure successful product implementation and use Be the voice of the customer by documenting feedback and sharing insights with the Product and Engineering teams Troubleshoot product issues and escalate bugs to help drive quick resolution Interact with team members across departments to research and resolve customer issues Contribute to the design and testing of new software during the development cycle Identify ideas for process improvements, system enhancements or automation that will reduce effort for customers and co-workers Work in a fast-paced, rapidly changing environment while maintaining professionalism with customers and internal teams We'd love to hear from you if you possess the following: College degree or equivalent Business level language proficiency in French, English, and German Experience in a technical support role or SaaS customer support role providing 24x5 or 24x7 support Proficiency in software and hardware technology with the ability to quickly learn the applications and platforms that our customers use Excellent communication skills, both written and verbal Ability to communicate complex technical concepts clearly and effectively Professional and courteous attitude Natural problem solver and passionate about helping others Team-oriented work style Self-motivated and willing to tackle problems on your own Have the organizational skills required for working on multiple projects at once Experience using MS Excel, MS Word, MS PowerPoint, or equivalent products Basic knowledge of database administration, customer relationship management, and enterprise resource planning software Bonus if you meet the following criteria as well: Have prior B2B, SaaS, or on-premises software support experience Have prior experience using and running reports in Zendesk, ServiceCloud, ServiceNow, or similar ticket tracking software Have prior experience in the Electronics or Purchasing industries. Working at Siemens Software Why us? Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. If you want to make a difference – make it with us #SWSaaS #J-18808-Ljbffr